We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-5918282
4 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5918282 The complaint Mr H and Miss M are unhappy Nationwide Building Society won’t reimburse them for the money they lost when they fell victim to a scam. What happened Miss M worked for a business I will call B. In 2021 she and Mr H became aware of an investment in a scheme with ... (4 pages)View decision -
Decision Reference DRN-5913615
4 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5913615 The complaint Mr B is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr B worked for a business I will call M, and in 2021 he became aware that M’s directors, along with various other employees, had invested i... (4 pages)View decision -
Decision Reference DRN-5667303
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5667303 The complaint Mr A complains Barclays Bank UK PLC unfairly blocked and closed his account without notice. Mr A says this resulted in an adverse recording on his credit file. What happened The facts of the complaint are well known to both parties, so I will only provide a su... (3 pages)View decision -
Decision Reference DRN-5920381
4 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5920381 The complaint Mr C complains about U K Insurance Limited (“UKI”)’s handling of his buildings insurance claim. All references to UKI also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a full timel... (3 pages)View decision -
Decision Reference DRN-5339668
4 Dec 2025 Countrywide Assured Plc UpheldInsuranceDRN-5339668 The complaint Mr and Mrs S are unhappy that the surrender value of their Personal Protection Account (PPA) had reduced to £0 by the 2024 review, which they say they were unaware could happen. What happened Mr and Mrs S took out a PPA, which is a Reviewable Whole of Life (RW... (6 pages)View decision -
Decision Reference DRN-5880303
4 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5880303 The complaint Miss G complains that Nationwide Building Society changed her account without telling her and that, as a result, she was unable to transfer it to a different provider or operate it. What happened Miss G held an Individual Savings Account (ISA) with Nationwide. ... (2 pages)View decision -
Decision Reference DRN-5996015
4 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5996015 The complaint Mr C complains Mitsubishi HC Capital Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr C is represented ... (12 pages)View decision -
Decision Reference DRN-5572184
4 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5572184 The complaint Mr A complains about the balance of a fixed sum loan agreement he has with EE Limited. What happened In November 2024, Mr A took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the handset was around £1,... (3 pages)View decision -
Decision Reference DRN-5969800
4 Dec 2025 Murphy Wealth Limited Not upheldPensions and AnnuitiesDRN-5969800 The complaint Mr M complains that Murphy Wealth Limited (‘MWL’) gave him unsuitable advice to transfer his deferred occupational pension scheme (‘OPS’) benefits to a self-invested personal pension (‘SIPP’). He also complains that MWL wasn’t clear about the ongoing charges an... (4 pages)View decision -
Decision Reference DRN-5511293
4 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5511293 The complaint Mr M has complained HSBC UK Bank plc closed his account without giving him any notice. What happened In December 2024 Mr M contacted HSBC as he couldn’t see details of his account online. He was told over the web chat that his account had been closed because he... (2 pages)View decision